- “They produce results without over claiming. They are low pressure and easy to work with.”
- “There are flashier products available with other companies but they don’t offer the data mining and
customization. They are quick to respond to my needs and partner with my dealership to help me move
forward and grow my business. “
- “Creating hundreds of op codes and service packages has always been a time consuming task and
maintenance nightmare for a service manager. So, investing in a solution that included the setup and on-
going maintenance of these elements with their online marketing system was a no brainer.”
- “The auto industry has needed this universal service tool for years. Improving this area of our service
department has been a major contributor to our increased profit margin and success of our business.”
- “Our Lexus dealership has shown a noticeable decrease of service complaints. Consistent quoting as well
as an increase of over $4 dollars in our ELR in just a couple of months have been just a couple of the
benefits. When you’re averaging over 6000 service hours a month this adds up to big difference. If you’re
looking for a user friendly system that does exactly what they say it will – This is it!”
- “They have helped us increase our HPRO by .3 in the lube center and .5 in the main shop. We have also
seen an increase in our ELR, an increase of $25 - $30 per RO, and increased gross profits. The menu
system has also assisted us in keeping parts pricing errors to a minimum on maintenance operations. They
also saves time on the drive and this allows our advisors to work more closely with each customer.”
- “We love the tool – it’s so easy to use. Our appointment coordinators utilize it and the integration with ADP is
seamless. It also allows our customers to make confirmed service appointments at their convenience 24/7.
Currently 15-20% of our appointments are made through our website. Also, support is awesome.”
- “They have designed the exact system for our needs. Now we have the ability to load the shop with hours
and accurately book appointments – it’s so much faster plus our customers love the convenience of
scheduling online.”
- “The support is outstanding – I send an email or leave a message and I get a response within 5-10 minutes –
no matter what time of day or night. It is clear they are very customer focused. The other thing I appreciate is
they continue to enhance the program to offer more functionality. They actually listen to their customers when
we suggest changes we would like to see. We have been using the program for about 2-1/2 years – it’s
been a great tool to help me control my shop work flow.”
- VW Store Recalls: We managed a recall campaign for a VW dealership that utilized our Direct Connect auto
call system. 38% of the live connect calls pressed 1 to be connected to our call center, we then scheduled
the appointment using their web-based system. This was an extremely fast and cost efficient way to create
inbound calls and schedule recall appointments. Additionally, we left a message on answering machines
with a toll free number for the customer to return the call. 26% of the answering machine messages called
back in to schedule the appointment. The 800 number was connected to the same IVR system that we use
for their inbound calls.
- Jaguar/Volvo/Land Rover Store: We recently installed BackStop in a Jaguar Volvo Land Rover dealership to
take overflow calls from the service department. The dealership took that opportunity to restructure their
phone tree, in doing so they put our phone number in at the end of the longest line of prompts. The customer
has to go through several phone prompts before the call goes out to us. Since then we are averaging more
than 100 scheduled appointments per month! These are calls that would not have been answered by the
dealership and could have gone elsewhere for service.
- VW Store Auto Calls: A VW store, that we had already been taking their calls, decided to do an autocall
blast for a service special. The calls worked a little too well and quickly overwhelmed their advisors who are
the front line for scheduling appointments. The overflow calls came out to us and we were scheduling
appointments at the rate of 30 per hour.
- Toyota Store Recall: A Toyota customer of our sent out a mass email notifying customers about the gas
pedal and floor mat recall using our 800 # service. The email list was several thousand customers and it
generated a tremendous number of phone calls. These calls came directly to our call center and bypassed
the dealership switchboard. We were able to handle the inbound traffic (the dealership could have never
handled that many calls on their own) and schedule the appointments. We were able to add customer pay
service to 25% of the recall appointments.
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